Do you own and operate a bed-and-breakfast or a hotel? When you’re in the hospitality business, you want to ensure that your establishment is booked regularly and that your customers have a positive experience. This means good reviews as well as customer loyalty, which translates as returning guests. As a recent survey demonstrated, almost 74% of travelers will return to a previously-visited destination where they enjoyed themselves.
When conducting travel-related research, 53% of individuals will use their mobile devices, such as smartphones and iPads. It’s important to note that travel category mobile inquiries have recently increased over 50%. Given that this is a convenient method for potential customers to learn about your establishment, you want to be sure that you are at the top of the list for providing a great customer experience.
Even though 46% of people making travel arrangements will make their final decisions after engaging in mobile research, they will finalize their booking on another device such as their laptop or desktop computer. It’s interesting to note that it may take 17 research sessions before a person actually finalizes their booking.
While conducting research for bed-and-breakfast establishments, for example, travelers will initially make note of the price and location. A recent survey showed that they will also want to find out the following information before making their final decision:
- Consumer reviews: 50%
- Photos: 47%
- Friends’ recommendations: 46%
- Flexible cancellations policy: 43%
- Ability to book online: 43%
What is your average daily no-show rate? Recent data indicates that the industry average is 10%. While the reasons for this will vary, such as unexpected events, delays, or family and work obligations, many guests may become no-shows as a result of reading poor reviews after booking their stay. Another significant reason is when these potential guests have a negative customer experience while making reservations or while engaged in related issues.
Research conducted by CEB shows that 96% of customers will be disloyal when they have to expend a considerable amount of effort to resolve a problem. Furthermore, a 2011 Harris Interactive/Right Now survey showed that 86% of customers stopped doing business with a specific company because they had a negative experience.
If your establishment has experienced any issues in this regard. were you aware that developing a loyal client base of just 5% could substantially increase your profits? It’s been shown that for each customer, this could represent increased profits of 25% to 100%. In short, this is because they will tend to post positive reviews, share their positive experience with friends and family, and return to your establishment again.
An effective way to enhance your customers’ experience as well as streamline your business operations is to have property management systems hotel industry. When you have effective hospitality management software systems, this can potentially lead to more positive reviews and return visits.
Having hotel front desk software, for example, may be at the top of your hotel management software list. Hotel reservations software is another property management systems hotel industry that may streamline the registration process. When you’re searching for the best hotel management software, you also want to ensure that your website is accessible across multiple platforms, which of course includes mobile devices.
When you’re looking to increase business, it’s important to stay informed on the latest trends in hotel industry technology. This includes learning about effective property management systems hotel industry.